Coordinator, CS System & Project Support

Company Overview Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey. BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother's Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru. Why Work at Brother? Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning. Role Overview The Coordinator, CS System & Project Support maintains our Customer Service (CS) systems, supports projects, and ensures operational efficiency across the Customer Service organization. This role manages system administration, troubleshoots issues, analyzes system performance, and partners with stakeholders to implement project enhancements. Duties & Responsibilities CS System Support Respond to user inquiries via phone, email, chat, or ticketing systems. Log, categorize, and prioritize support tickets accurately. Provide first-line troubleshooting for common issues such as password resets, access, system integrations, and application errors Perform system administration tasks such as user account management, permissions in CS Contact Center systems (CRM, Telephony, and LMS) Escalate unresolved integration or web issues to IT or system vendors for resolution Create and maintain Procedures for CS Contact Center systems (CRM, Telephony, and LMS) Conduct routine reporting of tickets for trends, groups, and SLAs Perform root cause analysis for recurring problems and recommend long-term solutions Participate in system upgrades, migrations, and technology rollouts Project Management Manage planning, execution, and tracking of CS‑related projects (system upgrades, process improvements, product launches, and new tool rollouts) Create and maintain Project Management template, SOPs, and instructional guides Develop project documentation, timelines, and status reports. Facilitate communication between CS, IT, Operations, and other stakeholders Assist in testing new features, integrations, and system enhancements Train and support Customer Service on the use of the Brother Project Management methodologies Support change‑management efforts during system or process updates Administrative Support High School Diploma (or G.E.D.) Maintain MS Teams channels for Customer Support groups and projects Maintain CXC Customer Service SharePoint/TEAM sites with policies and procedures; department playbooks; project plans, action tracker; PMO training, guides, and templates documents, etc. Experience & Qualifications Education High School Diploma (or G.E.D.) Bachelor's Degree (or equivalent experience) Experience Minimum 3 years Experience working in a Contact Center environment; Experience working with a ticketing system Licenses and Certifications CAPM (Required ) PMP - Project Management Professional (Preferred) Software/Technical Skills MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Project Management Principles Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other) Other Skills/Knowledge/Abilities Strong written/verbal communication and presentation skills Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs Ability to work in a fast-paced environment and meet deadlines Innovative thinker and problem-solver Additional Details for This Role This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid Base Salary The targeted base salary range for this position is $24.08 - $28.85 hourly . Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data. The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable. Our Benefits We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance—all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.

Details are available at https:

//mybenefits.nfp.com/Brother/2026/guidebook/ Our Mission, Vision & Culture Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. About Where We Work Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers. Equal Opportunity Employer (EOE) Statement Brother International Corporation ("Brother") is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, disability, or any other characteristic protected by applicable local, state or federal laws. Brother is committed to providing reasonable accommodations to individuals with disabilities throughout the application or interview process. If you need an accommodation, please contact us at eoe_applicant_accommodations@brother.com .

Qualifications:

Education High School Diploma (or G.E.D.) Bachelor's Degree (or equivalent experience) Experience Minimum 3 years Experience working in a Contact Center environment; Experience working with a ticketing system Licenses and Certifications CAPM (Required ) PMP - Project Management Professional (Preferred) Software/Technical Skills MS Office (Word, Excel, PowerPoint, Outlook, and Teams) Project Management Principles Knowledge of CRM or Telephony systems (such as Salesforce, Oracle Service Cloud or other) Other Skills/Knowledge/Abilities Strong written/verbal communication and presentation skills Ability to complete special projects as assigned and directed by management with little to no guidance, as defined by business needs Ability to work in a fast-paced environment and meet deadlines Innovative thinker and problem-solver